Head of Customer Success

1 week ago

Surry Hills, New South Wales, Australia Audience Republic Full time

Audience Republic is an all-in-one CRM & marketing platform for events and venues. Our customers are some of the largest names in the world — including events featuring artists like Justin Bieber, Post Malone, RUFUS DU SOL, ODESZA and Flume.

We are a fast growing technology startup in B2B SaaS, and have raised $9M from investors. Our team is based across North America, United Kingdom, Europe and APAC.

The Role


Are you looking to join the leadership team for a B2B SaaS startup in Sydney? As Head of Customer Success, you'll be responsible for Customer Success as a department, driving our retention, expansion and client satisfaction.

You'll manage our tight-knit team of 3x CSMs and 1x Support based in APAC and North America.

You'll be commercially savvy, people and process-oriented leader, who thrives in a startup environment—equally adept at leading a team and rolling up your sleeves as an individual contributor.


What will you do?
-
Lead and manage a high performing customer success team

  • Build & lead a team of high performing CSM's (Currently 3x CSMs, 1x Support) across APAC and North America
  • Create rapid onboarding process for new team members, including playbooks and policies
  • Mentor the team, and encourage their continuous learning & improvement
-
Drive customer success outcomes

  • Increase renewal rates and reduce customer & revenue churn
  • Expand our revenue in accounts through driving expansion revenue through upsells, cross sells and upgrades
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and referenceability (testimonials, case studies, reference clients etc)
-
Define and optimise customer success processes

  • Map customer journey and client engagement process
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement Learn from best practices in industry
-
Manage Customer Success Activities: Onboarding, Training, Client Support, Renewals, Cross-sell / Up-sell, Advocacy
-
Measure Effectiveness of Customer Success

  • Define operational scorecard metrics for team and individuals (leading and lagging indicators)
  • Establish system for tracking metrics
  • Create cadence for review within team Expose subset of metrics to leadership team, company and board
-
Enhance Effectiveness and Efficiency Through Implementing Technology

  • CRM/Customer success management platform
  • Customer support systems Data analysis and reporting
-
Align Customer Success With Other Departments

  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap based on client feedback
  • Align with Sales around creating a smooth handover experience
  • Align with Finance around retention metrics & forecasting
  • Drive companywide definition of ideal customer
  • Create companywide customer feedback loop

You are someone who

  • Has at least 5 years experience in Customer Success for a B2B SaaS startup
  • Has at least 3 years experience in a Customer Success management role at Director level or above
  • Are located in Sydney and willing and able to work from our Sydney office

How do we work?
-
#Customer Obsessed
  • You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
-
#Raise The Bar
  • You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.

-
#Massive Impact
  • You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
-
#Hungry & Humble
  • You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.

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